Grievance Executive

• Grievance Handling: Receive, acknowledge, register, and maintain records of all complaints and grievances received through email, phone calls, written communication, or other designated channels.
• Complaint Investigation: Examine complaints objectively, collect relevant information, coordinate with concerned departments, and identify the root cause of each grievance.
• Resolution and Follow-up: Ensure that grievances are addressed promptly and appropriately, with regular follow-ups until closure.
• Regulatory Compliance: Ensure that grievance-handling procedures comply with applicable laws, regulatory guidelines, and internal company policies relevant to the business.
• Customer/Employee Communication: Communicate professionally with complainants, provide updates on complaint status, and explain the resolution or next steps clearly.
• Escalation Management: Escalate unresolved, sensitive, serious, or high-priority complaints to the appropriate authority within the prescribed timelines.
• Documentation and Reporting: Maintain an accurate grievance register, including complaint details, dates, investigation findings, actions taken, escalation details, and closure status.
• Confidentiality: Protect confidential information and ensure that grievance-related records are accessed only by authorized personnel.
• Trend Analysis: Identify recurring complaints, process gaps, and potential risks, and recommend corrective or preventive measures to management.
• Coordination with Departments: Work closely with HR, Operations, Customer Support, Collections, Compliance, Legal, and other relevant teams to facilitate timely resolution.
• Policy Implementation: Support the implementation and communication of grievance redressal policies, standard operating procedures, and complaint-handling processes.
• Management Reporting: Prepare periodic reports on complaints received, resolved, pending, overdue, and escalated, along with recommendations for improvement.
• Key Skills and Competencies
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to investigate complaints objectively and impartially.
• Professional handling of sensitive and confidential matters.
• Good coordination, documentation, and follow-up skills.
• Knowledge of grievance redressal procedures and applicable compliance requirements.
• Ability to manage multiple complaints and meet resolution timelines.
• Proficiency in MS Excel, email communication, and complaint-tracking systems.4. Key Performance Indicators (KPIs)
• Timely acknowledgement and resolution of grievances.
• Percentage of complaints resolved within prescribed timelines.
• Accuracy and completeness of grievance records.
• Number of pending and overdue complaints.
• Quality of investigation and resolution.
• Compliance with internal policies and applicable regulatory requirements.
• Reduction in recurring complaints through corrective actions.

Pay: Up to ₹400,000.00 per year

Benefits:

• Flexible schedule

Application Question(s):

• Do you Have experience in NBFC Sector, if yes then How much?
• Your Current In hand Salary & Expected In Hand Salary?
• Can you Join us Immediately?

Experience:

• Customer relationship management: 1 year (Required)

Work Location: In person